ComplaintsforBella Bambini Cellos
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Complaint Details
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Initial Complaint
04/12/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Date of transaction was March 22, 2023. I ordered $170 worth of product to be delivered in 5-7 business, shipping was free (over $150). I followed up many times via email and calls. I finally received an email on March 31 saying the order shipped. My credit card was charged, I never received tracking, and I never received the order. I have left many VM's, but no returns calls. I had to block the payment through my credit card. I am still in the dark. I no longer want the order.Business response
04/25/2023
While we understand the customer's frustration over not receiving the shipment, the shipment did go out in a timely manner and had an expected delivery date of 4/3/2023. Fed Ex Tracking #396478472117. We did receive a follow up email from the customer on 3/30. Which was responded to on 3/31 stating that the product had shipped. We had checked the tracking on the shipment at that time, which showed an expected delivery date of 4/3 so we assumed the customer would have the shipment in a timely manner.
Regrettably( See attached photo) the product was damaged at the facility by FedEx. We were never notified by Fed Ex the package was damaged and would not be delivered. We have addressed this issue with FedEx to ensure the tracking is updated promptly in the future and we are notified.
The customer did send a follow up email on 4/5 and 4/8, which was not responded to until 4/12, as our partner who handles those emails unfortunately did not have access to her email. We have since addressed this issue, to ensure there isn't such a lag on response to the customer. There should have been a quicker response. We subsequently sent a follow up email to the customer on 4/18 offering to send out another shipment free of cost. We have not heard back from the customer to either of our emails on 4/12 and 4/18.
We regret this customer had a poor experience and would still hope they will respond so we can deliver them their product. Unfortunately, it was damaged at a FedEx facility and we were unaware until 4/13.
Customer response
04/26/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I did respond to the business that I would like a full refund posted to my credit card.
Regards,
*** *****
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.